Kaushalendra Singh
Greater Noida
Summary
With a proven track record at Exotel, I excel in strategic planning and relationship management. I drive customer satisfaction by enhancing product adoption and reducing resolution times by standardizing processes. My expertise in technical account management and team collaboration ensures tailored solutions and successful project delivery.
Overview
1
1
Certification
11
11
years of professional experience
Work History
Sr.Technical Account Manager
Exotel Techcom Pvt.Ltd.
Gurgaon
05.2026 - Current
- Developed strategic plans to enhance product adoption and usage.
- Conducted regular account reviews to align client needs with service offerings.
- Monitored client accounts and evaluated performance metrics to identify actionable areas for improvement.
- Collaborated with technical teams to resolve customer issues efficiently.
- Coordinated cross-functional teams to deliver tailored solutions for clients.
- Educated clients on new features and updates for optimal performance.
- Provided feedback to product development based on client interactions.
- Created detailed reports of customer interactions and feedback to inform product development and enhance client satisfaction.
- Managed multiple projects simultaneously while ensuring deadlines were met.
Sr. Customer Success Manager (Technology)
Exotel
Gurugram
10.2023 - 04.2026
- Successfully aligned multiple projects by prioritizing tasks based on urgency and resource availability.
- Initiated several projects concurrently, ensuring alignment with organizational goals.
- Planned and designed project phases to guarantee timely delivery.
- Identified necessary plans and resources to achieve project objectives.
- Established communication protocols to enhance team collaboration and project success.
Product Support Lead
Exotel
Gurugram
07.2019 - 10.2023
- Reduced average resolution time by standardizing troubleshooting techniques across the team.
- Collaborated with cross-functional teams to identify support needs and drive process improvements.
- Mentored junior team members, fostering their professional growth and reinforcing best practices.
- Conducted performance evaluations, providing actionable feedback to enhance team capabilities.
Support Engineer
Vehere
New Delhi
08.2018 - 07.2019
- Supported complex projects by providing expert Linux administration throughout project lifecycles, facilitating timely and successful outcomes.
- Worked closely with development teams to optimize application performance through proper tuning of underlying Linux systems.
- Collaborated with cross-functional teams to design and implement infrastructure improvements, leading to enhanced system stability.
- Installed system-wide hardware components, ensuring compatibility with Linux-based software distribution and enhancing system performance.
- Developed administration policies to promote consistency and reliability across multiple systems and facilities.
Product Engineer L2
Drishti Soft Solutions Pvt.Ltd
Gurugram
12.2015 - 08.2018
- Led continuous improvements in engineering, resulting in clearer product design standards, better manufacturability and reduced engineering cycle time.
- Tested completed projects for functionality and implemented changes to production methods, improving product reliability.
- Documented and updated build, quality, and performance records to support quality assurance processes.
- Presented project updates and findings to stakeholders, enhancing communication of progress and facilitating informed decision-making.
Education
Bachelor of Engineering - Computer Science
Gwalior Engineering College
Gwalior, India, India01-2015
Skills
Account growth
- Solution delivery
- Technical support
- Project management
Project coordination
Strategic planning
- Account growth
Customer feedback analysis
Customer satisfaction
- Team collaboration
- Relationship management
- Customer satisfaction
Courses
- Prince2 Foundation Trained
- Prince2 Practitioner Trained
- ITIL V4 Trained
Certifications
01-2025
Personal Information
Languages
English
Certification
AMD - Answering Machine Detection Technology in CCaaS
Information Security and Data Privacy
Timeline
Sr.Technical Account Manager
Exotel Techcom Pvt.Ltd.
05.2026 - Current
Sr. Customer Success Manager (Technology)
Exotel
10.2023 - 04.2026
Product Support Lead
Exotel
07.2019 - 10.2023
Support Engineer
Vehere
08.2018 - 07.2019
Product Engineer L2
Drishti Soft Solutions Pvt.Ltd
12.2015 - 08.2018
Bachelor of Engineering - Computer Science
Gwalior Engineering College